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47+ Essential Help Desk Statistics: 2019 Analysis of Trends, Data and Market Share

Category: B2B News

Help desks have certainly changed over the years. Thanks to technology, what started as ticketing systems to accommodate customer concerns have now become platforms for customer experience best practices through which companies can improve the overall experience of their clients. However, your ability to leverage these to your advantage is heavily anchored on your knowledge of the industry and the changes that are shaping it.

To help you out, we have prepared a compilation of help desk software facts and statistics. This tackles all the trends you should watch out for ranging from what customers expect from companies to the challenges of implementing various help desk software solutions. Hopefully, with this guide, you are able to find ways on how you can optimize your customer support efforts through 2019 and beyond.

3 Key Help Desk Statistics

General Help Desk Statistics

Taking care of customers goes a long way. This is why it comes as no surprise that the help desk software market size has grown exponentially since the technology was introduced. What’s more is investing in customer support now seems to have a bigger and more direct impact to your bottom line than ever before.

Luckily, there are plenty of help desk software providers that offer high-quality SaaS products to help you improve your overall service and meet the expectations of your clientele.

  • The help desk software market share is projected to reach $11 billion by 2023. (Reuters)
  • By 2020, the key brand differentiator will no longer be competitive pricing and product quality but overall customer experience. (Walker, 2013)
  • 68% of shoppers are willing to spend more to get better customer service. (Customer Service Expectations Survey, 2018)
  • 52% of brands report that technology helps them deliver better customer support operations. (Sitecore)
  • Leveraging help desk software big data can save up to 670 working hours per year, reduce the number of phone calls by 10%, and allow 25% of your help desk resources to be available for attention-demanding incident resolution. (HDI)
  • The communication channels that customers are more likely to use are voice calls (82%), email (62%), live chat (43%), social media (25%), and SMS (22%). (Customer Service Expectations Survey, 2018)

However, you might be wondering, what exactly do consumers expect from your help desk? As you can see below, they want your representatives to be efficient enough in answering their queries but personable enough to engage them. Beyond providing support, your help desk software should improve customer experience.

  • 75% of shoppers expect consistency across customer support channels. (State of the Connected Customer, 2018)
  • Customers say that good customer service means finding the information they need without the need to contact anyone (12%), being assisted by a knowledgeable representative (31%), not having to repeat their data (21%), and resolving their problem in a single interaction (33%). (State of Global Customer Service Report, 2019)
  • 45% of shoppers say that being able to interact on their preferred channel is an important aspect of the personalized help desk experience. (Aspect Consumer Experience Index, 2018)
  • 38% of customers say they feel more valued if customer support agents are aware of their previous interactions. (Customer Service Expectations Survey, 2018)
  • 40% of shoppers say that social skills are an important aspect of customer support. It easily surpassed factors such as the number of communication channels supported and website assistance availability. (Mediapost)

Most Important Aspects of Good Service According to Customers (2018)

Getting my issue resolved in a single interaction (regardless of the length of time)


A knowledgeable customer service representative


Not having to repeat myself if i'm transfered to a new agent


Being able to find the information I need without having to contact a support representative





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Help Desk Cost and Savings

Manually handling help desk operations not only eats away a good chunk of your productive hours; it can also have a negative impact on your bottom line. Luckily, there are now plenty of affordable and easy-to-use help desk systems that can optimize your workflow and save you a few bucks as you manage your customer support efforts.

What’s more, by investing in customer experience, you can build better relationships with your customers so that they may continue patronizing your brand for the foreseeable future. This way, you can rest assured knowing you will get a return on your investment in practically no time.

  • The cost of manually handling a help desk ticket is $22. By automating the process, 22% of total service desk tickets were resolved at practically no cost. (BMC)
  • On average, the cost per voice minute for US service desks is $2.13. (United States Insourced Service Desk, 2018)
  • Companies in the United States lose more than $62 billion per year due to poor customer service. (NewVoiceMedia, 2017)
  • For every $1 you invest in customer experience via help desks and similar platforms, you can reap a return on investment of $3. (Sitecore)
  • By improving the customer support experience, a company with $1 billion in yearly revenues can increase their yield by up to $823 million in three years. (Temkin Group, 2018)

Help Desk Management Trends

Consumers want to communicate with you. By providing proactive customer support and making it convenient for them to reach you on multiple channels, you will surely be able to keep your clientele happy.

However, you should note that while modern help desk systems may now allow you to consolidate all of your communication platforms in one hub, it doesn’t mean you should manage them all in the same way. As you browse through the statistics below, you’ll see that customers have different expectations depending on their preferred communication channel so finding ways to personalize each interaction is crucial.


  • Back in 2017, there were 3.7 billion email users. This number is expected to grow to 4.3 billion by 2022. (Statista)
  • The most used digital customer service channel is email, with 54% of consumers opting to leverage the platform for their queries in the previous years. (Forrester)

Voice Calls

Social Media

  • Among the 80% of companies that prioritize customer experience, 37% aim to improve social media engagement. (Forrester, 2018)
  • Majority of consumers are active on 7 social media platforms. (Pew Research, 2018)
  • 54% of shoppers prefer using social media instead of phone or email for customer support. (AdWeek)
  • Addressing complaints on social media complaint can increase customer advocacy up to 25%. (Convince and Convert)
  • A majority of consumers who voice out their concerns via social media expect a response on the same day that they posted their query. 25% of which says it should be within 24 hours, 10% says it should be within 60 minutes, and 12% says it should be within 30 minutes. (Convince and Convert)

Consumer Reactions to Poor Brand Response on Social Media (2017)

Boycott Brand


Share With Friends Offline


Share With Friends Online


Post Again on Social Media


Unfollow Them


Contat on Another Channel


Forget About It


Source: "The Q3 2017 Social Index"

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Live Chat

  • 30.7% of consumers prefer live chat compared to other customer support channels. (eMarketer, 2018)
  • Live chat saw a user engagement rating of 43%, making it the third most effective customer support channel. (Customer Service Expectations Survey, 2018)
  • 77% of customers are more likely to leave a website if there is no option for live chat. (FurstPerson)
  • Live chat can increase the revenue per chat hour by 48% and overall conversion rate by 40%. (ICMI)
  • 80% of businesses that use a help desk system are planning to use AI chatbots for customer support by 2020. (Oracle)
  • Help desk software research shows that only 9% of companies leverage live chat functionalities for their official sites. (SuperOffice)

Knowledge Base

Most Used Customer Engagement Channels in 2018



Live chat


Social Media



Source: Hubspot

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Help Desk Challenges

The fast-paced nature of the digital age has made consumers more impatient and demanding. So, best believe that meeting their expectations will be no walk in the park. If you truly want to provide your customers with the kind of support that they want, you will have to go the extra mile in optimizing response times and making sure that your help desk representatives are at the top of their game at all times.

In addition, it pays to have a reliable help desk system at your disposal to optimize your customer support efforts. You should keep in mind, however, that it can be challenging to implement new software solutions as it requires you to understand the ins and outs of the platform and retrain your employees to use it.

  • The first level resolution rate in the United States is only 68.8%. (United States Insourced Service Desk, 2018)
  • The time it takes to train help desk technicians can reach up to 246 hours. (United States Insourced Service Desk, 2018)
  • The biggest obstacles to delivering high-quality help desk services are modernizing service systems (44%), honing the skills to manage end-to-end customer experience (41%), providing a seamless experience across devices (39%), analyzing customer data (34%), and offering 24/7 customer support (22%). (Sitecore, 2017)

Main Obstacles to Delivering Good Customer Service in 2017

IT, Marketing, Sales, and Service systems need to be modernized


Lack of internal skills to build and implement an end-to-end customer experience


Difficulty yo create a seamless customer experience across multiple devices


Help desk manager find it difficult to analyze customer data


Not all companies have the resources to provide 24/7 customer support



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What Do These Help Desk Statistics Mean for Your Business?

These help desk software statistics only imply one thing: businesses need to step up their customer support efforts if they want to succeed. However, the internet’s increasing accessibility and the emergence of new communication channels present challenges for the help desk industry.

For starters, customers are becoming more demanding than ever, and they’re not afraid to voice out their opinions about your service. They can easily rate and review your offerings through social media or even on your online marketplace. Meaning, customers can talk about your brand anytime and anywhere. This is why it is more important for you to focus on the quality of support you provide via help desks.

To put it simply, even if you offer the best products and services, customer support is what will take your brand to the next level.

With this in mind, companies should start viewing the customer experience as a strategic initiative in order to keep up with customer expectations instead of considering it just a “part of the operations.” Moreover, you will need to make it easy for customers to reach you whenever they want, so it is important for you to start utilizing multiple channels. You should also be ready to ramp up customer support during seasonal rush.

One way for you to achieve this omnichannel system is to invest in new technologies such as help desk platforms. By simply finding out which one works best for your operations and keeping up with the latest help desk software trends, reaping the benefits that these innovations have to offer should be a piece of cake.

If you have yet to utilize a help desk solution for your company, now is perhaps the best time for you to invest in one. Not only are there plenty of reasonably priced options on the market today; these platforms are also becoming more intuitive and easy to learn. You can start by assessing the different help desk software for small businesses or if you’re a large company help desk software for mid-sized companies and enterprise.

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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